Shout Out for Cotton Carrier

Icebear

I got out my Cotton Carrier Vest to pack for my recent ice-climbing trip to Colorado and a critical strap literally crumbled in my hand. I was gobsmacked. Still haven't figured out what happened. (Pix appended at bottom of this post.) Anyway, today I finally got 'round to communicating with Cotton. Here's my e-mail:

"The other week, packing for a big climbing trip, I pulled out my Cotton Carrier Vest, only to discover that the quick release buckle strap on the left side had deteriorated to the point that it literally broke off at the point where it was sewn onto the body of the vest. I stood there for a moment with my mouth open, unable to process what had just happened. I'm attaching three photos, showing what I'm left with. The powdery looking stuff is the remains of the strap. I am as sure as I can be about anything that no acid or any other noxious substance ever came into contact with the vest, and nothing appears melted or cut. It just "crumbled." I had to make my trip without the vest, and the holster was a poor substitute. Oh well. I'm back now and have time to address this issue.

What can I do? Can you help me?"

A few hours later, I received the following response:

"Hi, John.

We agree that this defect is highly mysterious! Straps are not covered under the Lifetime Warranty, but we are happy to accept your unit back to be replaced with a brand new Camera Vest.

Here are your instructions to return our product:

• Please put the item(s) back into a mailing envelope equivalent to the one you received the product in
• Mark RMA #xxx on the outside of the envelope
• Go to your nearest post office and mail it back to us at the least expensive way possible to the address provided below This will be USPS First Class Mail International. Tracking is not required.
• When at the post office they are going to need some information on the package. Please put that the contents are RETURNED GOODS WITH NO VALUE as it is a Canadian-made product not for resale
• Notify us when you have shipped out the product to be returned
• We will ship out the replacement unit when the old one arrives"

That, my friends, is what positive customer orientation looks like. :clap:clap:clap. If you, like I, make service a large part of any purchase decision, put Cotton Carrier Camera Systems high on your list. Plus, it's a damned fine product.

ziggy53

WTG Cotton Carrier.

That is a pretty strange failure???

Snowgirl

Yay for good (and Canadian - not that I'm biased, of course....) customer service!